POOR CUSTOMER SERVICE - BRIDES BEWARE!!!!!

[october2009]

After much shopping around + deliberation we placed Bridal Registry through Peters of Kensington. We had a 160 guests and pretty sure the registry amounted to over $15000 worth of business for Peters of Kensington (if not more with opportunistic shoppers!)

Having 100s of boxes delivered week or so before xmas husband and I quickly unpacked everything to ensure new house ready for xmas (throwing away boxes and wrapping paper). Some boxes were labelled with brand but majority of boxes were PLAIN cardboard boxes so I didnt think anything of it.

Not realising that 2 of scanpans were not suitable for induction hotplates. Which we were pretty sure we had discussed with staff at the store when placing the order. They were still in original plastic, warranties, totally unused just not in their box.

Returning to Peters of Kensington at earliest time possible, head of cookware refused to exchange the two pans because they did not have boxes. After having an argument with me in middle of department about exactly what cookware of mine came in what boxes. I pointed out that some of the other pots (like my Esteele pans/pots), majority of crockery including Vera Wang tea pots etc, came in a plain box so I didnt think it mattered as long as all other packaging and warranties and the item was unused.

She refused to believe that Peters of Kensington would send a plain box to a bride and this was her basis for refusing the exchange, as it was now unsellable and said she could check the cameras and see what packaging the other pots were in and if a guest at my wedding who had purchased one of the other pots had taken a display item and it was packaged in their shop in the wrong packaging that this was her fault b/c she should not have taken a display item(!!)

I asked to speak to owner and he would not talk to me only that he refused as well.

I'm sorry but all this is immaterial when you spend that amount of money and you are asking to just exchange for another item worth possibly ($150) because of an item which is totally useless in your house! We are talking about such a small amount of money in the grand scheme of keeping a customer (and future customers happy!).

As well as this the inconsistency of labelled vs unlabelled boxes I found it hard to know which box to keep and which not to when you have over 100, I would be happy for Peters of Kensington to search through their video footage of our discussions with sales assistants at the time of placing the registry about the pans and the PACKAGING done by them of all our products, as the head of cookware threatened that they could do!